Possesses strong understanding of Information Systems in order to identify, analyze, and resolve technical problems while providing technical support services to all Lines of Businesses. Researches, logs and tracks trouble tickets, generates reports and assists all IT staff on other related issues / duties as needed.

Key Accountabilities:

Ability to recognize, analyze and troubleshoot end-user problems. Conducts technical research for problem resolution as needed and documents steps taken to resolve an issue. Ability to recognize issues that go beyond the scope of Level 1 service and make accurate referrals to other members of the IT Team. Ensures timely and accurate problem resolution and highest performance levels and overall consistency of bank hardware/software. Prepare various reports for management and auditing purposes. Process IT access level request forms. 70%

Documents and tracks detail information about tickets opened in the Support Desk System and conducts required follow up with client to ensure the issue on the ticket has been successfully resolved. Prepares and maintains Support Desk documentation and procedures30%

Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one’s duties.